Documente Academic
Documente Profesional
Documente Cultură
ISSN 2307-227X
ABSTRACT
Purpose- The study seeks to measure the customers expectation levels of service quality in the food retail sector
against their perceptions levels of the service quality at Pick n Pay and to determine the gap between customers
expectations and their perceptions of the service quality.
Design/Methodology/Approach- Using a SERVQUAL survey instrument a study was conducted with customers
from Pick n Pay supermarket stores in Pietermaritzburg, one at Hayfields shopping Centre and the other one at
Capital Centre. A sample of 130 participants was selected from the store locations.
Findings- Key findings include confirmation that customers have higher expectations for service quality in food
retail supermarkets than is anticipated. Gap 5, which is a gap between customers Expected Service and
customers Perceived Service, was identified.
Research Limitations- Pick n Pays management were very sceptical about conducting a survey to their
customer and this had a negative impact on data collection. Research was conducted in winter and the cold
weather had a negative impact on the response rate.
Originality/ Value- This is one of the few studies which attempted to investigate customers expectations of
service quality in food retail supermarkets.
Keywords- Service Quality, Customers Expectations, SERVQUAL, Service Quality Model.
1.0 Introduction
Service Quality is crucial in any business as it helps
create the bond between the business and its clients
(Blem, 1995:6). In todays competitive business
environment, service quality is very important to
attract and retain customers. This is due to the fact
that customers derive their perceptions of service
quality on the levels of satisfaction they experience
with a particular business. Businesses need to be
able to satisfy customers and meet their
expectations of service quality in order to gain
competitive advantage (Gagliano &Hathcote,
1994:60). Thus marketers need to continually
assess customers expectations of service quality in
order to avoid customer dissatisfaction (Zeithaml,
Bitner, 1996:56).
ISSN 2307-227X
97
ISSN 2307-227X
ISSN 2307-227X
4.0 Methodology
4.1 Sample Design
A sample of 130 customers was selected from two
Pick n Pay supermarket stores in Pietermaritzburg
area for the study. The research used NonProbability sampling in selecting the research
participants. Using the Non-Probability, also
referred to as convenient sampling, enabled the
researcher to locate and distribute questionnaires to
people who have had a service encounter with the
Pick n Pay stores that the study focused on. NonProbability sampling provided the researcher
convenience and assisted in avoiding high research
costs in that each element of the population did not
have a known, nonzero chance of being included in
the research (Welman et al, 2007:23). However,
only those customers that had just experienced the
service with the two Pick n Pay Supermarket stores
and who were willing to participate in the research
formed the research sample.
5.1 Tangibles
The dimension with the highest expectations level
but lowest gap between expectations and
perceptions was found to be the tangible
dimension. Tangibles consist of those things that a
customer can see or touch (Kurtz and Clow,
1998:78). The tangibles includes the appearance of
physical facilities, the furniture, the equipment uses
to perform services, cleanliness, point of purchase
display as well as the appearance of employees
(Kurt and Clow,1998:78). The results in this
dimension showed that customers had high
expectations for an excellent supermarket to have
modern looking equipment. However, when their
perceptions of Pick n Pays equipment were
compared to their expectation levels a gap of -0.23
was found. This means that customers perceptions
ISSN 2307-227X
ISSN 2307-227X
Customers
expectations
for
the
service
performance to be right the first time also exceeded
their perceptions of Pick n Pay stores as performing
the service right the first time. A gap of -0.38 was
identified that will need to be closed in order for
Pick n Pays customers to be satisfied with stores
service delivery.
The levels of customers expectations on the
statement regarding a supermarket insisting on
error-free records were moderately high. Customers
had moderately high expectations to this statement
with the average score of 2.02. However, their
expectations, though moderate, still exceeded their
perception of the service quality at Pick n Pay. The
perceptions average score of 2.47 was obtained
from this statement resulting to a gap of -0.45. This
suggests that customers perceived the Pick n Pay
store as not meeting their expectations in insisting
on error-free records and therefore the Pick n Pay
stores need to improve in providing error-free
records to their customers in order to close this gap.
5.3. Responsiveness
Differences in the shopping experience between
retail outlets (e.g. store ambience, disposition of
associates, store service) are often as important to
customers as the differences in physical
characteristics of the goods offered (Wittink,
McLaugh and Gomez, 2004:265). Customers
expectations exceeded their perceptions in all the
service statements under the responsiveness
dimension. The reason why employees
responsiveness
usually
lacks
is
because
organizations often focus on hard skills training.
This includes training in the areas of product
knowledge, technical skills and administrations,
while deemphasizing the importance of positive
attitude in the way employees deal with customers
(Cook, 2002:12). Customers expectations for
employees to tell them exactly when services will
be performed exceeded their perceptions of Pick n
Pay as actually performing this service attribute
according to their expectations. This resulted to a
gap of -0.59 that was obtained after subtracting the
expectations from perceptions. This gap was
negative, implying that Pick n Pays service quality
was less than what customers expected. Customers
were not satisfied with this service attribute at the
ISSN 2307-227X
5.5 Empathy
Service encounter is the point at which the
customer experiences the service. Service
encounters are very important as they affect a
customers experience, thus having a negative
experience may result to customers having negative
perceptions about the service quality offered by a
business (Zeithaml and Bitner, 2003:101).
The difference between the expectations and
perceptions scores to the statement regarding
giving the customers individual attention revealed a
gap of -0.36. Employees need to perform their roles
according to the expectations of the customers
(Zeithaml, Bitner and Gremler, 2009:.62). Failure
to perform the service according to customers
expectations can result to customer dissatisfaction
(Zeithaml, Bitner and Gremler, 2009:.62). Though
customers expectations of service quality were not
too intense in this service attribute, Pick n Pay
stores were still perceived by customers as not
matching their desired service levels.
102
ISSN 2307-227X
6.0 Recommendations
Retailers, including Pick n Pay in South Africa,
should manage customer expectations (Mudie and
Cottam, 1999:90. The results of the study have
revealed that customers have high expectations of
service quality in supermarkets. Thus Pick n Pay
and other food retailers need to improve in their
service attributes that reflected big gaps between
customer expectations and their perception. They
should design service standards that promote
reliability to customers, consistency in service
delivery and not promising more than they can be
able to deliver. Consumers had very high
expectation on the responsiveness dimension, thus
this provided an understanding that retailers should
teach their personnel to be responsive to customers.
Employees should always be prepared and willing
to assist customers and stay polite in all their
service performances (Hoffman and Bateson,
2001:336). Identifying factors that contribute to
the gap would help retailers match customers
expectations in their service delivery.
7.0 Conclusion
From the research results, this article can conclude
that customers expectations of service quality in
supermarkets are higher than their perceptions of
service quality at Pick n Pay, therefore this proves
that the customer expectation of service quality is
not in line with the acceptable levels of service
quality in the food retail sector. Customers have
higher service quality expectations that if not met
by Pick n Pay can result to customer dissatisfaction
and losing customers to competitors. The service
provided by Pick n Pay may however, be perceived
as at the adequate level, which is the minimum
level of service the consumers will tolerate without
being dissatisfied, however the customer
expectation is still beyond the levels of service
quality in the food retail supermarket. It can also be
concluded that the customer expectation of service
quality in the food retail sector is not in line with
the acceptable levels of service quality in this
sector as anticipated. Pick n Pay and other food
retail sectors should improve their service quality
1.
2.
3.
4.
5.
6.
7.
8.
9.
103
ISSN 2307-227X
104